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Unless v5 code addresses this flaw and includes dozens of other improvements and fixes requested for YEARS, many former enthusiasts will be moving on to other solutions.
What K does well is wonderful, but what K fails to do or does incorrectly is truly senseless and unfortunately persistent.

I really needed to retrieve Custom Field values upon replying to a ticket. If the ticket exists already, and involved Custom Field is filled, it is possible to retrieve its value. However, if the ticket is being created by Staff member through the "Reply" interface, then Kayako needs a hack on __apps/tickets/staff/class.Controller_Ticket.php for having the Custom Field being created before the Reply is processed.

Above mentioned hack for Kayako Fusion 4.70.2 is attached, both as a .diff file and as a modified file. Basically, the lines corresponding to inserting the custom field values were moved before the Reply is processed.

Hi Jamie, finally placeholders are here. I have a question that is not answered in your messages or new post about the new Kayako: what happends when a field is not stored. For example take a look this post https://blog.mailchimp.com/fname-merge-tag-trick/ it's explained well what to do if I don't have the name of the user, I can use if conditions... is it possible with kayako?

Luckily, you can use MailChimp’s conditional merge tags to dynamically replace missing FNAMEs with a generic greeting, like "Hello". Just use this: